Enrollment Support Specialist (2 Vacancies)

Staff Application - please complete and email with supporting documents
School/Department: Strategic Partnership
Primary Location: Macon
Position: Staff
Job Type: Full Time
Position Close Date: Until Filled
Description:

This position is responsible for providing superior service to prospective students/students via multi-channel communication platforms in order to 1) support prospects/students in achieving their educational goals, 2) help facilitate a student’s individual connection to MGA, 3) guide students through enrollment processes, 3) facilitate connections to various resources at MGA.

MAJOR DUTIES:

• Provides information to prospects/students about MGA academic programs, enrollment processes, policies, and services. Promotes MGA programs and value.

• Communicates professionally and provides outstanding service to prospects/students via multiple communication platforms, which may include verbal (phone, videoconference), written (email, chat, online systems). Uses professional communication etiquette at all times.

• Identifies the needs of each prospect/student and provides relevant information regarding the enrollment process, MGA’s degree programs and enrollment services. Responds to all prospect/ student requests in a timely manner.

• Inputs/updates information into the customer relationship management system (CRM) as needed; Maintains records of events and contacts using the CRM. Ensures all records are complete, accurate and up-to-date.

• Provides “case management” approach leading prospective students through the admission and enrollment process

• Personally demonstrates a commitment to prospect/student service by responding to their enrollment needs and concerns; investigates and resolves problems related to enrollment

• Handles communication in an accurate and efficient manner

• Organizes workload to ensure deadlines are met and schedules work assignments in priority or date received order. • Maintains open communication with all MGA offices/departments

• Travels to recruitment events to provide information and customer service as needed

• Assists with University recruitment and admission events as needed

• Attends professional meetings and training workshops

• Adhere to all applicable regulations, policies, and procedures

• Cross-trained to provide support for enrollment departments

• Performs other related duties as assigned

MINIMUM QUALIFICATIONS:

• Associate's degree and/or equivalent experience

• Work experience in customer-facing or customer service role

• Willing to work evenings during week days and occasional weekends

• Excellent verbal and written communication skills to include a command of grammar and spelling

• Ability to work with diverse populations and provide exceptional customer service

• Organized and detail-oriented

• Self-directed and able to make decisions independently

PREFERRED QUALIFICATIONS:

• Bachelor’s degree

• Previous experience in higher education

• Previous experience with Banner and/or CRM

• Demonstrated ability to interact with prospective students at all levels

KNOWLEDGE AND SKILLS REQUIRED BY THE POSITION:

• Knowledge of admission, registration and degree program requirements

• Knowledge of academic standards governing the student population

• Knowledge of student recruitment and retention principles

• Knowledge of and ability to execute high quality customer service techniques and practices

• Knowledge of admission rules and regulations, FERPA, and university policies

• Knowledge of and ability to operate personal computers with proficiency in Microsoft Office (Word, Excel, and Outlook) software

• Knowledge of or ability to learn Banner, Banner Document Management or Recruiter student information systems

• Knowledge of or ability to learn call management systems

• Skill in decision making and problem solving

• Skill in oral and written communication

• Good organizational skills, attention to detail, and flexibility

• Excellent interpersonal skills

• Ability to work remotely as needed

• Ability to review, enter, and use data to ensure acceptable service levels are met

• Ability to coordinate and implement assignments in order to meet deadlines

• Ability to multi-task and work under pressure

• Ability to interact with a diverse group of individuals of varied ages, abilities, racial, ethnic, and cultural backgrounds

• Ability to review, analyze, formulate, and follow through with assignments

• Ability to maintain confidentiality of work-related information and materials

• Ability to establish and maintain effective work relationships

• Ability to work in a fast-paced and high-volume department involving contact with prospective students regarding recruitment and enrollment

• Ability to work independent of direct supervision and to be a team player

• Ability to represents the university in a positive and professional manner

• Ability to conduct enrollment activities with the highest integrity and business ethics

• Customer service orientation

PAY GRADE: 14

TO APPLY: Application materials should be emailed as a Microsoft Word or Adobe.pdf attachment to: recruitment@mga.edu with the subject line “Enrollment Support Specialist, Macon, 7/25/19”. Application materials are to include a resume, an MGA Staff application, a letter of interest which includes salary requirements, and three professional references. Paper application materials will not be accepted.

Staff Application - please complete and email with supporting documents

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